Solving playback issues

[Dano_in_Plano]

In the last few months, my Roku performance will degrade while watching YouTube or AppleTV. At some point, the device will spontaneously reboot. Upon restart, I can resume watching these channels.

I'm pretty sure there's some kind of memory leak issue, or maybe some setting is off. I tried a factory reset without success.

Now I have resorted to a preliminary restart before I load the AppleTV or YouTube apps to avoid an unexpected reboot. This is annoying.

Any ideas about what might be off or settings that could be adjusted to prevent spontaneous reboots? I've had this device for a while and it has only started happening like 9 months or so ago.

Thanks!

[RokuCarly · Accepted solution]

A warm welcome here at the Roku Community, @Dano_in_Plano!

We appreciate you for raising your concern here. No worries; we're here to find you the best resolution possible. May we know if this only happens on the YouTube and Apple TV app? As a workaround, here's some troubleshooting we can recommend. Follow the steps below to help you:

1. Remove the YouTube and AppleTV apps by highlighting them and pressing the Star (*) button
2. Restart your Roku device/TV from Settings > System > System Restart
3. Reinstall the YouTube and AppleTV apps again. Select Channel Store > Search for the app > Click Add channel 

We need to make sure that this procedure has been done precisely to work. Furthermore, if the playback issue still persists even after performing the troubleshooting procedure provided, kindly provide us the following details below for us to forward this to the appropriate Roku team for further investigation. 

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• What version/build is the app/channel? (this can be found by highlighting the channel/app on the Home screen and pressing the Star* button)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

We'll be looking forward to your update, as we are more than willing to find you the best resolution possible. 

Kind regards,
Carly